Please Help! Internet regularly disconnecting...

[markyb32]

Hi, I will try and provide as much information as I can to do with my problem, any help would be very gratefully received.

Basically, I have been a BT customer for just over a year, and been very impressed with the internet (next to no problems).

However, for around a week, my connection has been dropping quite regularly throughout the day - which is extremely annoying to say the least!

ADSL Line Status

Connection Information Line state: Connected Connection time: 0 days, 00:19:38 Downstream: 4.781 Mbps Upstream: 448 Kbps

ADSL Settings VPI/VCI: 0/38 Type: PPPoA Modulation: G.992.1 Annex A Latency type: Interleaved Noise margin (Down/Up): 8.9 dB / 26.0 dB Line attenuation (Down/Up): 40.9 dB / 26.0 dB Output power (Down/Up): 20.0 dBm / 12.5 dBm FEC Events (Down/Up): 32 / 0 CRC Events (Down/Up): 0 / 0 Loss of Framing (Local/Remote): 0 / 0 Loss of Signal (Local/Remote): 0 / 0 Loss of Power (Local/Remote): 0 / 0 HEC Events (Down/Up): 0 / 0 Error Seconds (Local/Remote): 356 / 235

 I have been scouring forums and help posts, and found some good suggestions, however none seem to have worked.

I have disabled the 'smart wireless' feature, done a factory reset on the box, and increased the 'lease time' to 21 days.

I have a BT Home Hub 3, which is ~a year old. I conducted a quiet line test, and was unable to hear anything, though I was not on the line when the internet disconnected.

Yesterday, the connection was dropping every 30 mins without fail, however it seems to be different again today.

I am all out of ideas unfortunately, short of buying a new hub or calling the dreaded BT helpline.

My download speed when I'm connected is ~3.5Mb per second, which is fine and perfectly normal for where I live, the BT speedtest thing seems normal, though I cant post the results for some reason. I was originally using the 'main socket', but the problem occurs on a second socket (with different filter) too. I have not used the test socket, so maybe that would be a place to start?

Thanks, Mark 🙂

[john46]

yes please use the test socket the repost you hub stats

[markyb32]

Will do, thanks for the quick response.

[markyb32]

Ok, home hub now plugged into the test socket, through a microfilter, and a cordless phone plugged into the phone part.

ADSL Line Status

Connection Information Line state: Connected Connection time: 0 days, 00:08:16 Downstream: 6.281 Mbps Upstream: 448 Kbps

ADSL Settings VPI/VCI: 0/38 Type: PPPoA Modulation: G.992.1 Annex A Latency type: Interleaved Noise margin (Down/Up): 8.9 dB / 26.0 dB Line attenuation (Down/Up): 40.7 dB / 26.0 dB Output power (Down/Up): 20.0 dBm / 12.2 dBm FEC Events (Down/Up): 60 / 0 CRC Events (Down/Up): 1 / 0 Loss of Framing (Local/Remote): 0 / 0 Loss of Signal (Local/Remote): 0 / 0 Loss of Power (Local/Remote): 0 / 0 HEC Events (Down/Up): 0 / 0 Error Seconds (Local/Remote): 1 / 0

[john46]

that is an increase in connection speed you are now connecting at 6..2 mb this suggests that you have internal wiring problems i suggest leaving it there for the next 3/5 days to allow your IP profile to increase and this will improve your download speed

[markyb32]

Thanks a lot John, I will post any relevant updates.

[markyb32]

Thought I'd post an update, since I changed to the test socket, the problem has completely disappeared!

I have been connected 100% of the time (stats below), so it appears the problem is in my house and the internal wiring - any heads up on why the test socket is good but the 'normal' socket isnt would be useful.

I will experiment with a few things, such as using the normal socket again, to see if the problem re-appears - so far, thanks for your help - it has been nice to have undisrupted internet again!

ADSL Line Status

Connection Information Line state: Connected Connection time: 4 days, 13:45:28 Downstream: 6.031 Mbps Upstream: 448 Kbps

ADSL Settings VPI/VCI: 0/38 Type: PPPoA Modulation: G.992.1 Annex A Latency type: Interleaved Noise margin (Down/Up): 7.9 dB / 27.0 dB Line attenuation (Down/Up): 40.5 dB / 26.0 dB Output power (Down/Up): 19.8 dBm / 12.4 dBm FEC Events (Down/Up): 2600798 / 79 CRC Events (Down/Up): 4955 / 86 Loss of Framing (Local/Remote): 0 / 0 Loss of Signal (Local/Remote): 0 / 0 Loss of Power (Local/Remote): 0 / 0 HEC Events (Down/Up): 61755 / 85 Error Seconds (Local/Remote): 951 / 176

[imjolly]

Have you removed the bellwire from terminal 3 in all sockets as this is known to cause problems

[john46]

you could start by removing the bell wire from every socket this link explains more http://www.filesaveas.com/jarviser/bellwirenutshell.html

[markyb32]

Thanks for the advice, I will have a crack this weekend and report back - for now, still chugging along happily in the test socket!